WestRock
How you will impact Smurfit Westrock:
The Customer Account Specialist is responsible for determining supply chain solutions and managing order fulfillment and communication for multiple B2B customers. Customer Account Specialists build effective customer relationships through a proactive service mindset, anticipate customer requirements, and determine supply chain solutions to maximize service and minimize costs.
\u2022 Communicate with customers, sales, transportation, mills, technical associates, claims, billing and credit departments. Manage the account needs including order execution, trials, load optimization, delivery tracking, and creating/providing reporting to customers.
\u2022 Develop product knowledge and an understanding of mill standards to be able to determine supply solutions that meet the customer\u2019s needs while managing the cost to serve
\u2022 Execute and oversee customer orders in a timely manner using various technology applications
\u2022 Serve as the primary point of contact for customers on any requests they may have. Engage with other teams including Supply Chain, Logistics, Sales, Credit, etc. to facilitate solutions to customer needs.
\u2022 Provide solutions for orders that are not able to meet the customer\u2019s needs. Customer Account Specialists have discretion and autonomy to interface with customers, production planning and logistics teams to drive decisions to meet customer requirements.
\u2022 Identify issues that may inhibit customer satisfaction and escalate to Customer Service Manager when necessary
\u2022 Balance service solutions with the cost to serve including minimizing excess freight costs and aged inventory
\u2022 Provide prompt communication to the customers and sales team regarding challenges in meeting requested delivery dates
\u2022 Analyze inventory levels and make decisions to fill orders from inventory to meet delivery dates and minimize inventory levels
\u2022 Act as a liaison between customers, Production Planning and logistics throughout the order-to-cash cycle
\u2022 Proactively manage exceptions and be able to use discretion and influence to mitigate cost to serve
\u2022 Visit customers to develop relationships and become educated on the needs of their business
\u2022 Participate in collaborative, cross-functional sales planning, monitor and develop actionable improvement plans for key performance metrics that drive customer satisfaction
\u2022 Provide solution options as necessary in response to unexpected events
\u2022 Track and reconcile weekly/monthly metrics versus established targets
\u2022 Utilize data from various sources for optimal decision making
\u2022 Advise on and implement process improvements
Metrics include:
On-Time Delivery, Customer Satisfaction, Inventory Age & Turns, Order Accuracy, Load Optimization, and Excess Freight Expense
Requirements to Succeed:
\u2022 Bachelor\u2019s degree in business or supply chain, or 2-5 years of B2B customer service experience preferred
\u2022 Strong verbal and written communication skills with ability to engage with all levels including Executive and Senior management
\u2022 High level of proficiency in MS Office, especially Excel
\u2022 Problem solving skills and ability to work with cross functional partners to resolve issues to maintain customer satisfaction
\u2022 Time management skills to complete all tasks timely, accurately, and completely
\u2022 Drive to provide a high level of customer satisfaction
Smurfit Westrock (NYSE:SW) is a global leader in sustainable paper and packaging solutions. We are materials scientists, packaging designers, mechanical engineers and manufacturing experts with a shared purpose: Innovate Boldly. Package Sustainably. Guided by our values of safety, loyalty, integrity, and respect, we use leading science and technology to move fiber-based packaging forward.
Smurfit Westrock is an Equal Opportunity Employer. We strive to create and maintain a diverse workforce where everyone feels valued, respected, and included. Smurfit Westrock does not discriminate on the basis of race, color, religion, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local law.
The Customer Account Specialist is responsible for determining supply chain solutions and managing order fulfillment and communication for multiple B2B customers. Customer Account Specialists build effective customer relationships through a proactive service mindset, anticipate customer requirements, and determine supply chain solutions to maximize service and minimize costs.
\u2022 Communicate with customers, sales, transportation, mills, technical associates, claims, billing and credit departments. Manage the account needs including order execution, trials, load optimization, delivery tracking, and creating/providing reporting to customers.
\u2022 Develop product knowledge and an understanding of mill standards to be able to determine supply solutions that meet the customer\u2019s needs while managing the cost to serve
\u2022 Execute and oversee customer orders in a timely manner using various technology applications
\u2022 Serve as the primary point of contact for customers on any requests they may have. Engage with other teams including Supply Chain, Logistics, Sales, Credit, etc. to facilitate solutions to customer needs.
\u2022 Provide solutions for orders that are not able to meet the customer\u2019s needs. Customer Account Specialists have discretion and autonomy to interface with customers, production planning and logistics teams to drive decisions to meet customer requirements.
\u2022 Identify issues that may inhibit customer satisfaction and escalate to Customer Service Manager when necessary
\u2022 Balance service solutions with the cost to serve including minimizing excess freight costs and aged inventory
\u2022 Provide prompt communication to the customers and sales team regarding challenges in meeting requested delivery dates
\u2022 Analyze inventory levels and make decisions to fill orders from inventory to meet delivery dates and minimize inventory levels
\u2022 Act as a liaison between customers, Production Planning and logistics throughout the order-to-cash cycle
\u2022 Proactively manage exceptions and be able to use discretion and influence to mitigate cost to serve
\u2022 Visit customers to develop relationships and become educated on the needs of their business
\u2022 Participate in collaborative, cross-functional sales planning, monitor and develop actionable improvement plans for key performance metrics that drive customer satisfaction
\u2022 Provide solution options as necessary in response to unexpected events
\u2022 Track and reconcile weekly/monthly metrics versus established targets
\u2022 Utilize data from various sources for optimal decision making
\u2022 Advise on and implement process improvements
Metrics include:
On-Time Delivery, Customer Satisfaction, Inventory Age & Turns, Order Accuracy, Load Optimization, and Excess Freight Expense
Requirements to Succeed:
\u2022 Bachelor\u2019s degree in business or supply chain, or 2-5 years of B2B customer service experience preferred
\u2022 Strong verbal and written communication skills with ability to engage with all levels including Executive and Senior management
\u2022 High level of proficiency in MS Office, especially Excel
\u2022 Problem solving skills and ability to work with cross functional partners to resolve issues to maintain customer satisfaction
\u2022 Time management skills to complete all tasks timely, accurately, and completely
\u2022 Drive to provide a high level of customer satisfaction
Smurfit Westrock (NYSE:SW) is a global leader in sustainable paper and packaging solutions. We are materials scientists, packaging designers, mechanical engineers and manufacturing experts with a shared purpose: Innovate Boldly. Package Sustainably. Guided by our values of safety, loyalty, integrity, and respect, we use leading science and technology to move fiber-based packaging forward.
Smurfit Westrock is an Equal Opportunity Employer. We strive to create and maintain a diverse workforce where everyone feels valued, respected, and included. Smurfit Westrock does not discriminate on the basis of race, color, religion, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local law.